In-App Customer Service Workflow for Mobile Gaming
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Mobile device users face inconvenience when trying to contact customer support for electronic gaming machines, as they are often required to leave their app and navigate to a separate platform that does not match the app's look and feel, leading to a poor user experience and potential unawareness of reporting features.
Innovation Solution
An in-app messaging system with a reporting feature that allows users to generate and submit reports directly within the app, which are then handled by an external system for moderation and customer service workflows, including telemetry data processing and visualization tools.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If users are redirected to a separate platform for customer support, then customer service functionality is provided, but user experience deteriorates due to inconsistent interface and additional navigation steps
Solution Approach 1:
The patent integrates customer support functionality directly into the existing app interface, merging the support system with the primary application. This eliminates the need for users to navigate to a separate platform, maintaining consistent UI/UX while providing access to support features within the same environment.
Solution Approach 2:
The app is designed to serve multiple functions including both primary gaming/content delivery and customer support operations. The unified platform performs both roles, allowing users to access support features without leaving the application, thereby improving ease of operation and reducing time loss.
2Adaptability or versatility
If a separate customer support platform is used, then reporting functionality is provided, but awareness of the feature decreases due to user unfamiliarity with the external platform
Solution Approach 1:
The reporting and customer support features are merged into the existing app interface that users are already familiar with. This integration ensures users can easily discover and access reporting functionality without needing to learn a separate platform, maintaining both adaptability and user awareness.
3Ease of operation
If an in-app reporting system is implemented, then user experience is improved through seamless integration, but system complexity increases due to additional features
Solution Approach 1:
The existing app infrastructure is leveraged to provide multiple functions including reporting, customer support, and primary application functionality. By making the system universal, additional features are added without proportionally increasing complexity, as the same core systems handle multiple tasks.
Solution Approach 2:
The system includes automated moderation and self-service capabilities that reduce the need for manual intervention. This allows the reporting system to handle many cases automatically, reducing operational complexity while maintaining ease of use for users.
Data Source
AI summary
A customer service workflow allows for the moderation users within a mobile gaming environment. Telemetry event data, including user generated reports, sent from mobile gaming devices are formatted into queries are processed by a data visualization tool. Custom code forms completed by an administrative user initiate one or more serverless functions. Serverless functions include user actions (e.g., ban, warn), database updates and user notifications to improve the experience within the mobile gaming environment.